MCR 309
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CUSTOMER RELATIONSHIP MANAGEMENT
1
Part
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A
Question
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1
1.0
Customer Relationship Management
Customer Relationship Management (CRM) is a tactic for organizations to accomplish its
communications with its clients and potential customers. Customer Relationship Management
system is necessary instrument for any organizations that helps to oversee clients, sales and
marketing.
The goal of Customer Relationship Management is to have a “360
-degree sight
” of the
client, with all data about the customer saved in unique place. (Rouse, 2018)
As a substitute of misrepresenting databases and transcripts, Customer Relationship
Management system lets preserve exact histories of phone calls, emails, consultations, discussions,
citations and also can share this data with peers, forward plan efficiently and offer customers the
accurate level of interaction and provision. (Rouse, 2018)
1.1
The advantages of personal selling and their contribution to (CRM) effort
Following are the advantages of personal selling
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1.1.1
Dual communication
Personal selling is the finest technique for dual communication for sellers.
They can either afford essential information to clients about the offer of
organization or can assemble data from clients. Clients can enthusiastically
implicate with sellers to resolve their uncertainties and oppositions. (Suttle, 2018)
1.1.2
Individual attention
Marketing and advertising are between mass communication tools. They do
not provide personal requirements. Personal selling emphases on individual
complications of clients. It is moderately more efficient. (Suttle, 2018)
MCR 309
–
CUSTOMER RELATIONSHIP MANAGEMENT
2
1.1.3
Instantly feedbacks
MCR 309
–
CUSTOMER RELATIONSHIP MANAGEMENT
3
Question
–
2
2.0
Various advantages and disadvantages of Customer Relationship Management
(CRM) with examples
Customer Relationship Management (CRM) can have a great effect on company income.
